The ultimate goal of Baderman Island's development and training program is to achieve measurable improvements in the knowledge, skills, ability and performance of all the employees who will contribute to maintaining a high performance organization.

Development implies learning that is not necessarily related to the employee's current job. Instead it prepares employees for other positions in the organization. Training focuses on improving the employee's performance in their current position. (Noe, Hollenbeck, Gerhart, & Wright, 2004).

Dealing with difficult customers and customer service in hospitality services are just two of the many development and training programs that are being implemented within the Boardman Management Group. All development and training courses will be held at Boardman Corporate University, (BCU).

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Baderman Island Resort Training Needs Assessment

It has come to the attention of the Boardman Island HR development team that several employees are finding it difficult dealing with irate customers. There have been reports of employees striking out in anger and frustration during confrontation, which is totally unacceptable. The HR development team has decided that all employees will be required to participate in a training session to teach them how to deal effectively with difficult customers.

As a way to save money and time, the HR development team has decided to combine the Customer Service and Hospitality training required for the new employees with the Dealing with Difficult Customers training. The thought is that not only would it save the company money but the present employees would benefit from going through the customer service training again. The HR development team will organize a full-day training session; the...

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14 pages125Sep/20090.0

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